Emplois service delivery manager (Berne, BE)

Job Description:

The Client Success Manager (CSM) is responsible for ensuring the success and growth of assigned client accounts within the railway/transportation sector. Acting as the key representative of the Consulting & Engineering Services (CES) organization, the CSM bridges sales and delivery, ensuring seamless service coordination across multiple offerings such as Data and AI, Custom Applications, SAP, and others. This role is focused on fostering long-term client relationships, driving revenue growth, and optimizing account performance through strategic planning and execution. While not directly responsible for sales, the CSM should have a strong technical understanding and experience in account management or sales-related roles.

Requirements:

• Minimum 5 years of experience in IT, account management, or sales-related roles
• Technical background (general IT knowledge, not necessarily hands-on experience)
• Experience in or knowledge of the railway/transportation industry
• Fluency in English and German; French is a plus
• Strong ability to orchestrate and coordinate teams working on complex, multi-offering accounts

Key Responsibilities

Revenue Growth

• Collaborate with Market partners for account planning, leveraging industry SMEs
• Manage and generate the sub-$5M pipeline
• Ensure contract renewal readiness and secure renewals
• Foster a revenue growth mindset within the CES team
• Identify cross-sell opportunities and proactively create opportunities through Consulting Partners, Client Technical Leads, Industry SMEs, and Sales teams

Client Intimacy

• Act as the Voice of the Client within CES
• Understand and align with the Client’s goals, internal programs, and technology activities
• Build and maintain relationships with key client stakeholders
• Stay informed on industry trends, competitor activities, and market shifts

Revenue Management

• Approve sub-$5M deals
• Partner with Market teams for accurate revenue and margin forecasting
• Ensure all contractual delivery obligations are met

Delivery Quality

• Lead a virtual team comprising all CES personnel engaged in the account
• Ensure client satisfaction with delivered work
• Work closely with delivery teams to meet margin targets, optimize onshore/offshore mix, labor pyramid, and automation
• Oversee delivery of fixed-price projects within time, scope, and budget
• Ensure efficient resourcing and staffing speed

Account P&L Management

• Own the overall account profitability and loss performance
• Monitor account financials regularly to ensure profitability targets are met
• Collaborate with finance and delivery to manage costs and margins
• Proactively address financial risks and escalate when needed

This role offers the opportunity to work with top-tier railway and transportation clients, coordinate cross-functional teams, and ensure seamless service delivery. The Client Success Manager is a strategic, client-facing position that requires a blend of technical expertise, relationship management, and business acumen.

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